Hub only connects for 15 minutes or so and then needs to be restarted - think I need a replacement Hub

[flod]

I have a Hub 3.0, for the past 3 days, it only connects to the internet for about 15 minutes, then no longer connects. When it loses connection I also cannot connect to the Hub admin settings on 192.168.100.1. The Virgin status checker, and light on the Hub, show that it does have Internet connection, it just stops connecting to my device(s).

If I restart the Hub, it will work fine for about 15 minutes, and then stop working again.

I have obviously restarted the hub several times, I have also unplugged it, checked the ethernet connections (I use ethernet cables), I have checked it on multiple devices, the issue persists.

Now the advice will probably be to do a factory/pinhole reset, *however*, I have lost the sticker with the default admin settings password on it. It used to be on the bottom of the Hub, but I removed the sticker when I was having builders around to do work in my flat and I needed to be out of the flat for several days, I removed it for security reasons, but I can no longer find it.

So I guess that means I can't do a pinhole reset?

I suppose the only solution is to get a replacement hub.

[Tudor]

If you have lost the hub passwords there is nothing that VM can do except replace the hub. What you describe is not necessary a hub problem, may well be a circuit problem. Please supply some stats: 

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[flod]

Thank you, I am using a period of when the Hub is working to get the details you requested, this is around a 15 minute window until I have to restart again.

I copied the Downstream and Upstream tabs below, but I do not have a Networking tab. I have a Network log tab which contains MAC addresses etc. and a Configuration tab.


-------------------------------


Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	387000000	-13.7	34	256 qam	32
2	139000000	-5.5	38	256 qam	1
3	147000000	-6.5	38	256 qam	2
4	155000000	-6.5	38	256 qam	3
5	163000000	-7.4	37	256 qam	4
6	171000000	-7.7	37	256 qam	5
7	179000000	-8.4	37	256 qam	6
8	187000000	-8.7	37	256 qam	7
9	195000000	-9	37	256 qam	8
10	203000000	-9.7	37	256 qam	9
11	219000000	-11.2	36	256 qam	11
12	227000000	-11.4	36	256 qam	12
13	235000000	-11.5	36	256 qam	13
14	299000000	-17.4	31	256 qam	21
15	307000000	-16.5	33	256 qam	22
16	315000000	-17.7	32	256 qam	23
17	323000000	-18.8	30	256 qam	24
18	331000000	-19.8	30	256 qam	25
19	339000000	-23	26	256 qam	26
20	347000000	-23.3	27	256 qam	27
21	355000000	-24.8	26	256 qam	0
22	363000000	-22	28	256 qam	29
23	371000000	-19.3	30	256 qam	30
24	379000000	-17	32	256 qam	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	34.3	53	0
2	Locked	38.6	7	0
3	Locked	38.9	2	0
4	Locked	38.6	18	0
5	Locked	37.3	7	0
6	Locked	37.3	8	0
7	Locked	37.6	1	0
8	Locked	37.6	11	0
9	Locked	37.6	0	0
10	Locked	37.3	6	0
11	Locked	36.3	0	0
12	Locked	36.6	6	0
13	Locked	36.3	0	0
14	Locked	31.9	39038	0
15	Locked	33	3870	0
16	Locked	32.3	26243	0
17	Locked	30.5	600070	0
18	Locked	30.3	791462	0
19	Locked	26.8	2787797	1844590
20	Locked	27.2	4361869	261160
21	Locked	26.1	186892	4445240
22	Locked	28.3	4029097	57
23	Locked	30.3	675964	0
24	Locked	32.6	9259	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	36600026	41.3	5120	64 qam	3
2	23599988	39.3	5120	64 qam	5
3	30100048	39.8	5120	64 qam	4
4	43100039	41.3	5120	64 qam	2
5	49600017	43.3	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	3	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[flod]

This is the contents of the Configuration tab:

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	foA,.iyewrkldJKDHSUBsgvca6983

Primary Downstream Service Flow

SFID	19831
Max Traffic Rate	287500061
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	19830
Max Traffic Rate	27500061
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[flod]

Ah sorry re-read your comment, I assume I should be posting the Network Log tab and the MAC addresses will automatically be censored. Here it is:

Network Log

Time Priority Description

04/01/2025 16:50:14	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:19:22	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:18:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:18:19	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:17:9	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:15:17	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:14:3	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:12:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:12:12	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:57	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:9	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:10:8	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:09:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:53	Warning!	B-INIT-RNG Failure - Retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Adduxi]

Absolutely shocking power levels. I would hazard a guess there is a problem in your area? 

[flod]

Some more entries since:

04/01/2025 16:59:16	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2025 16:59:12	Error	DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2025 16:53:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2025 16:52:40	Error	Service Change Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[flod]

This has been happening for a couple of days. Sometimes when I do a service check it says "Everything is fine", other times it says "Intermittent signal". So not sure if there is a problem in the area, sometimes it's saying that everything is fine apparently. This has been happening for a couple of days now.

[Tudor]

You only have one downstream channel which is in spec, all other extremely bad. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

[flod]

Ok

I rang the Area faults number, no faults detected there

So rang the Customer Services number, keyed the options for problems with broadband, a test was run on the phone, they said the connection is "intermittent " and sent a text with a link. I followed the link, it's the online status checker, I run that it's saying Intermittent signal in your area.

I click "get started" on that and it's just telling me to unplug my Hub, check the cable connections etc.

It then asks "Did this fix the problem?", I select "no, I still need help"

Then it says "Don't worry we're looking into this issue, these connection issues are usually fixed quickly, check back here after 24 hours"

I did do these steps yesterday as well, by just going on the online status checker and it it gives the same steps and says they are apparently aware.

Though between then and now, I have done the status checker several times where it says that everything is fine (not intermittent signal).